Randstad US Business Services

RT Staffing Pay/Bill Mailbox Management

PROPOSAL

Maritza Denman
Julie Williams
August 1, 2017

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 Goal & Objectives

GOAL
Streamline management of RT Pay/Bill Inquiries &
Requests to reduce administrative burden and improve
service levels.

OBJECTIVES (to be accomplished by 6/30/2018)

Eliminate mailbox administrative burden.
Automate inquiry assignment/distribution.
Establish controls to monitor service levels, track inquiry
status, and facilitate prompt resolution.
Create automated performance reporting.

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 Current State
Summary - Payroll Time Entry Team manages 8 mailboxes daily. Each mailbox is organized with as many as 100 subfolders
and receives over 1,000 emails weekly. The e-mail folders receive payroll-related inquiries ranging everywhere from non-time-
entry to physical time cards to billing and spread, as well as general questions about tools and systems.

Problem - The current RT Pay/Bill Requests & Inquiry procedure is administratively burdensome and has no reporting or quality
controls, resulting in waste of limited resources, inconsistent output, and increased risk of errors and re-work. The Payroll
Time Entry Team currently spends up to 50% of their total work time (3 FTE) distributing/reading/evaluating inquiries,
chasing information, and exchanging various communications about inquiries. The primary goal of this project is to
reduce process waste to 20% or less.

What works... Whats broken...

Branch, Talent, and Pay/Bill personnel are accustomed to this Inquiries can be erroneously marked complete and remain
process. unresolved until escalation uncovers them.

Emails can be received and processed regardless of requestors Lack of governance on inquiry statistics, resolution timeframe, SLA
domain. compliance, or process adherence makes quality management
virtually impossible.

Resolution history and communications are attached to the original No current method for filtering basic questions from urgent requests
inquiry. for action increases administrative burden and risk of non-
resolution.

Gmail rules automatically distribute incoming inquiries to subfolders
assigned to individual analysts.
No controls governing inquiry data quality creates the following
wasteful situations:
* Administrative duplication due to multiple inquiries from multiple
sources on the same subject.
* Delayed or unrealized resolution due to insufficient data provided.

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 Recommendation
A phased approach to maximize automation potential and
minimize business disruption.
Phase 1 - Measure & Plan
(8/1/2017 - 10/31/2017)
Decommission 3 mailboxes
(FreddieMac, B2B & World Bank)
Employ New Tools on 5 mailboxes
- Save Emails & Attachments
add-on to begin volume tracking.
- Gmail Meter app to deliver basic
administrative email reporting.
Measure & monitor current state.
Document business requirements
and define desired future state.
Define solution options and select
desired solution.
Complete General Solution Design..
Plan Quality Improvement pilot.
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Phase 2 - Quality Improvement Phase 3 - Full Rollout
Pilot (3/1/2018 - 4/30/2018)
(11/1/2018 - 2/28/2018)
Nov-2017: Development xxxx Execute Change Management Plan.
Dec-2018: TestingXxxxxxxxx
Jan-2018: LaunchXxxxxxxxx Execute Full Rollout.
Feb-2018: Monitor & Report
Establish quality controls.
Control Group - Select a small group
of BAs and RT leaders who are Begin scheduled performance
willing to help with definition and reporting.
testing, and who will approve full
rollout upon successful pilot Final Readout & Close Project
completion.
Define Change Management Plan
for full rollout, if approved.
Deliver Pilot Readout to Leadership
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 Approach - Timeline

Phase 1: Measure & Plan Phase 2: Development & Pilot Phase 3: Full Rollout

KEY PHASE DELIVERABLES

Project Charter Weekly Testing Status Report Weekly Status Report

Project Plan w/RACI Final Testing Readout Quality Controls
Business Requirements Document Weekly Pilot Status Report Performance Reporting
General Design Document Final Pilot Readout Project Closeout Presentation
Test Plan Rollout/Change Management Plan

CRITICAL PHASE OUTCOMES

RUS Leadership Approval Validated Solution Implemented Solution

RUS Resource Engagement RT BA Population Engagement Measured Improvement
RT Leadership Approval Quality Assurance
RT Pilot Resource Engagement

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 Whats needed

RUS & RT Leadership validation of goal, objectives,

approach, and delivery timeline.

RT Leadership commitment of resource engagement

and participation.

Solution options incur NO INCREMENTAL COST

No budget consideration is needed at this time.

Do we have the to take the next step?

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 Next Steps

8/1/2017 - 8/14/2017
Implement tools to measure current state.

by 8/14/2017
Complete Project Charter.

by 8/28/2017
Present project overview to RUS & RT Leadership for
approval.

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